Manager, Commercial Partners

3 weeks ago

Miami, Florida, United States teamworkonline Full time
Reporting organizationally to the Ticketing Customer Relationship Senior Manager , the Ticketing FIFA Commercial Partners & Local Entities Customer Care Manager will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026TM that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be responsible for planning and management of the customer care strategies and processes for Group Sales Customers to specifically fulfil all FIFA Commercial Partners and Local Entities ticketing requirements and ensure a smooth and successful ticketing operation for these key FIFA stakeholders. The Customer Care Manager must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements, policies and regulations whilst providing support to all FIFA Commercial Partners and Local Entities with ticketing issues and enquiries. Focuses particularly on the delivery of effective ticketing customer care for the FIFA World Cup 2026TM.
THE POSITION The main responsibilities of the Ticketing FIFA Commercial Partners & Local Entities Customer Care Manager for the FIFA World Cup 2026TM include: ·
  • Plan and implement effective customer care strategies and processes across all the established communications channels (email, phone and any other ticketing bespoke systems);
  • Train and manage a small team, in line with the sales strategy and FIFA ticketing requirements, policies and regulations; including regular quality assurance checks;
  • Perform customer care ticketing processes (back office and onsite) whenever required; ·
  • Build, manage and maintain successful relationships with all FIFA Commercial Partners & Local Entities whilst resolving all issues and enquiries;
  • Manage and monitor the ticket quota and requests allocated to FIFA Commercial Partners & Local Entities.
  • Issue all necessary ticketing communications and be able to translate into required languages, where applicable;
  • Present ticketing information and deliver training to FIFA Commercial Partners & Local Entities and other stakeholders both in person and online;
  • Plan effective communication and escalation processes and ensure implementation within the team; ·
  • Plan and implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible.
  • Actively research and implement solutions to pro-actively increase the productivity of the group sales customer care team and maximize customer information and satisfaction.
  • Analyse and report regularly on KPIs and the effectiveness of customer care being delivered Pro-actively identify and report on patterns and risks, and implement processes to mitigate them.
  • Ensure that all customer care processes are in compliance with the different FIFA functional areas requirements, including but not limited to Legal, Sustainability, Data Protection, Finance, etc.
  • Liaise with internal and external stakeholders to ensure the relevant customer care information is available and share applicable knowledge; ·
  • Ensure an efficient administration and archive of all versions of customer care and knowledge base, in all languages.
  • Report on the implementation of sales strategy and ticketing requirements.
  • Ensure adherence to specific operational deadlines and project plans and compliance with ticketing policies, regulations and GDPR.

YOUR PROFILE Education & Qualification
  • Bachelor or master's degree or equivalent in relevant area.

Work Experience
  • Planning and delivery of Customer Care for corporate customers/business stakeholders (Essential) ·
  • Leading and managing small teams (Essential)
  • Ticketing (Good to have)
  • International Sports Events (Good to have)
  • Venue and onsite operations experience for major sports event (Good to have) ·
  • Excellent communication and relationship management ·
  • Good numeracy.
Languages
  • Fluent in English, spoken and written (Essential)
  • Fluent, spoken and written, in any of the following: French, Spanish, German (Ideal)
Technology
  • Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
  • CRM software for case management
  • Use of Ticketing applications and tools (nice to have)

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